Customer Success Manager

4 weeks ago

Pittsburgh, United States Gather AI Full time

About Us Gather AI is a supply chain robotics company founded by the PhDs from Carnegie Mellon's Robotics Institute who created the world's first provably-safe autonomous helicopter. We have developed an Inventory-as-a-Service platform where fully autonomous drones collect warehouse inventory data at a press of a button. This is an essential problem to solve as the warehouses we serve have typically misplaced over 10% of their inventory worth $10+ million dollars (seriously). Their current manual techniques for taking inventory are falling down due to the e-commerce boom brought on by COVID, and made worse due to the labor shortage and 70% annual staff turnover. Our drones take inventory 15x faster than humans with over 95% accuracy. We deliver this data through our web dashboard, which acts as a DVR for their warehouse where they run their inventory operation. We are the leader in this new market with proven technology. Our drones are live in a dozen warehouses and have scanned over 150k pallet locations. We are a pure-software robotics company and our key innovation is the world's only autonomy and machine learning engine that can solve this problem with commodity hardware in GPS-denied environments. That means we avoid all of the hardware development pitfalls of traditional robotics companies and we can scale 10x faster. The robotics industry is starting to enter its "Google era," and we are leading the charge. About You We're looking for an extremely friendly, passionate, customer-focused individual. Someone who isn't afraid to get their hands dirty, helping to build the world's leading autonomous data gathering company. We at Gather AI know that there is a long road to this goal, and it starts with happy customers. We're looking for someone to help us build Gather AI, and be at the forefront of the AI revolution. What You'll Do As the Customer Success Manager, you will be the bridge between the customer, product, and developer teams. You will be pivotal in helping to drive the product forward. Externally you will be the face of Gather AI and the main point of contact for day-to-day customer operations. Internally, you will be the voice of the customer, conveying customer needs, and tracking product requirements as well as the resolution of bugs. You will have oversight on the product deployment process and teams. To the customer, you will help to track success criteria and convey Gather AI's value proposition. It will be on you to assist in strengthening our customer relationships and embody our customer-focused mentality. Apply a customer-centric approach to drive operational efficiency, ROI, and customer engagement. Have a deep understanding of problems we are solving at customer sites. Understand customer pain points and be compassionate in how we support them. Lead new customers from Sales handoff through Deployment and beyond. Drive adoption with new customers by developing custom workflows and onboard plans to ensure they are set up to succeed. Lead weekly or biweekly customer meetings to review performance data, share updates on any open requests, and general health checks. Communicate customer sentiment, requests, or ideas to internal teams. Represent your customers/sites internally at weekly CS Syncs, Expansion Deep Dives, and Deployment meetings. Create and track JIRA incidents and feature requests to ensure issues are investigated and a resolution is communicated to the customer. What You'll Need 5+ years of Program Management, Account Management, or Customer Success Management Experience Bachelor's degree or equivalent experience in a related field Familiarity with robotics, automation, software, and/or autonomous systems Experience interfacing with customers Ability to travel to customer locations, roughly 30% of time on the road Proficiency in Excel/Google Sheets, Powerpoint/Google Presentation, GMail Provide proactive outreach with consistent and clear communication Ability to communicate technical and business concepts to stakeholders at all levels Be curious and compassionate An understanding in Renewal & Expansion Strategies Bonus points for... 10+ years of Program Management, Account Management, or Customer Success Management Experience Engineering or Technical Degree (BS) MBA Background in technical startups Familiarity with Warehousing and supply chain, including WMS, ERP, and Cycle Counting Experience in JIRA, Hubspot CRM, Front Troubleshooting mindset Experience flying drones Compensation And Benefits Compensation package will include equity Comprehensive medical, dental, vision, and life insurance Very flexible schedule Unlimited PTO and flexible scheduling Relocation assistance available If this sounds like a good fit, we'd love to meet you. Robotics is the future and we're leading the charge with our software-only business model. Come help us change the world #J-18808-Ljbffr

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